How a Global Technology Services Leader Modernized Service Delivery Across EMEALA With ServiceNow ITSM

Learn how a global technology services provider partnered with Nihilent to move the EMEALA region from a standalone ServiceNow instance to a unified global ServiceNow platform with ITSM and Virtual Agent, standardizing operations and elevating the employee support experience.

Service

ServiceNow ITSM and Virtual Agent (KITA) Implementation and Global Standardization

Vertical

Software, IT Services, and Hi-Tech

Region

EMEALA (Europe, Middle East, Africa, Latin America)

Tech Stack

ServiceNow ITSM, ServiceNow Virtual Agent (KITA), Global ServiceNow Internal Platform

How a Global Technology Services Leader Modernized Service Delivery Across EMEALA With ServiceNow ITSM

Client Overview

The client is a global leader in technology services that delivers innovative IT and communications solutions, including managed services, cloud, networking, and cybersecurity for enterprises worldwide. As part of a broader strategy to unify all business units under a single global operating model, the client wanted to standardize key service delivery processes on a common ServiceNow platform.

The North America region had already transitioned from a legacy system to ServiceNow, creating a precedent for a more consistent and automated service experience. Building on that success, the next step was to bring the EMEALA region from a separate ServiceNow OneDesk instance into the global ServiceNow Internal platform.

Business Challenges

The EMEALA region needed to align with the global operating model, but its existing setup introduced several service and operational challenges.

01

Fragmented Service Delivery

Operating on a standalone OneDesk instance led to inconsistent experiences and limited collaboration with other regions.

02

Inconsistent Workflows and SLAs

Processes and service level agreements varied across countries and units, making it difficult to enforce common standards and measure performance reliably.

03

Legacy Data Quality Issues

Historical data in OneDesk required cleansing and careful mapping before it could be used effectively on the global platform.

04

Complex Multi-Country Access Requirements

EMEALA’s multi-country footprint demanded robust workflows to manage country specific and department specific access controls in a compliant way.

05

Adoption with Minimal Disruption

The transformation needed to drive adoption and self-service while keeping disruption to business operations as low as possible.

How Nihilent Addressed This

The client partnered with Nihilent to implement ServiceNow ITSM and Virtual Agent (KITA) on the global platform for EMEALA, focusing on harmonizing processes, safely migrating data, and enhancing the employee experience.

Harmonization of ITSM and Non-ITSM Processes

Nihilent aligned ITSM and selected non ITSM processes in EMEALA to global standards, ensuring that workflows, SLAs, and taxonomies matched the global operating model while still respecting regional nuances.

Data Cleansing, Mapping, And Staged Migration

Legacy data from the OneDesk instance was cleansed, mapped, and migrated in stages to the global ServiceNow platform, preserving critical history while improving overall data quality and usability.

Robust Workflow for Complex Access Requirements

The team designed and implemented workflows to handle complex multi-country and multi-department access rules, ensuring users received appropriate and compliant access across EMEALA.

Deployment of NLU-Powered Virtual Agent (KITA)

Nihilent deployed the NLU-powered Virtual Agent KITA to provide intuitive self-service, automate frequently requested services, and offer 24x7 conversational support to employees across the region.

Role-Based Access and Security Alignment

Role based access was aligned with the global security model so that EMEALA users operated under the same governance and control framework as other regions.

Structured Change Management, Training, and Hypercare

A structured change management program, training sessions, and support were put in place to help EMEALA teams adopt the new platform confidently and to stabilize operations post go live.

Key Results and Benefits

Unified Global ServiceNow Experience

EMEALA now operates on the same global ServiceNow platform as other regions, delivering a consistent service experience and simplifying governance.

Higher Automation and Self Service

ITSM automation and Virtual Agent KITA increased self-service adoption, improved first contact resolution, and reduced manual effort for common requests.

Stronger Data Governance and Reporting

Standardized taxonomies, KPIs, and data structures enhanced reporting quality and made it easier to manage performance across regions.

Reduced Operational Complexity and Cost

Consolidating onto a single platform reduced complexity associated with maintaining separate instances and lowered overall operational overhead.

Improved Employee Experience

Employees benefit from 24x7 support and natural language interaction via Virtual Agent, making it easier to get help and complete tasks quickly.

Key Takeaways

Onboarding the EMEALA region onto the client’s global ServiceNow platform was a pivotal step in unifying service delivery under a single operating model. By combining ServiceNow ITSM with Virtual Agent KITA and focusing on process harmonization, robust access control, and user adoption, Nihilent helped the client standardize operations, improve service efficiency, and deliver a more seamless digital experience that will support ongoing innovation and scalable growth.

“The implementation of ServiceNow ITSM and Virtual Agent (KITA) enabled a seamless transition from OneDesk to ServiceNow, delivering measurable improvements in automation, self-service, and user experience. The delivery team demonstrated exceptional capability in managing complex topic controls across multiple countries and departments within EMEALA, ensuring precise and compliant access for all users.”

– Senior Product Owner

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